Ensuring a memorable, meaningful, and personalized digital customer experience (CX) is crucial to modern-day business growth. The ability to define such digital experiences leads to enhanced customer satisfaction and ultimately creates opportunities for long-term organizational growth. 

In the current global economic downturn, marred by uncertain business landscapes across industries, organizations need to do much more than just survive. It is especially during such challenging times that the need to focus on Digital CX becomes all the more necessary and arguably even, a priority.  

With the technology landscape evolving at an unprecedented rate, customers navigating this dynamic digital space now expect a lot more from organizations. While this may sound challenging to achieve, it presents a diverse range of opportunities for businesses to transform their operations and create brand loyalty like never before.  According to a recent survey concluded by CMS Wire, 79% of consumers who participated in the study indicated that DCX and tools enabling unparalleled customer support were of great importance to them .

To successfully arrive at a stage where your organization’s CX becomes unparalleled, a closer understanding of some of the ongoing CX trends can go a long way.

 In this blog, we will outline and explore some of the top 2024 customer experience trends that can help your business ensure higher customer satisfaction, significant growth, and higher brand loyalty.

Composable eCommerce taking center-stage

As we discussed earlier, buying experiences need to be personalized in order to ensure a positive customer experience and adhere to important customer needs. Due to their age-old architectures, traditional monolithic systems are no longer suited for the ever-evolving customer expectations of personalization in the modern age. The transition to Composability, therefore, is imminent. Composable architectures separate the commerce functions in the backend from the customer-facing front end, enabling businesses to create compelling and personalized content, go to market much faster, and expand their product lines while still maintaining a high degree of personalization. This is made possible due to this unique architecture that a Composable commerce solution affords.

Altudo's commerce technology solutions have been carefully curated on the primal understanding that today’s commerce requirements cannot be fulfilled by any single technology vendor and there is certainly no one-size-fits-all solution. 

Composability, therefore, allows for the seamless integration of many different technology stacks to suit the various requirements of a wholesome eCommerce platform, ranging from checkout, product catalog, tax, search, and digital marketing and ultimately deliver a memorable buying experience and lead to higher customer retention.

The increased importance of omnichannel customer experience

A consistent, yet personalized experience in terms of content, messaging, and overall aesthetic appeal across different channels including websites, social media, desktops, mobiles, or any other channels is now an implicit expectation for most customers. According to a recent study conducted by REVE Chat, omnichannel customer engagement strategies were able to retain almost 89% of consumers. A focus on omnichannel experiences, through a headless architecture, benefits not only the end consumers but also makes internal processes a lot simpler for various stakeholders within the organization including developers and marketers.  

At Altudo, we have been partnered for over two decades with one of the most sought-after content management and digital experience platforms, Sitecore, helping businesses implement meaningful omnichannel strategies to deliver holistic digital experiences for customers. With the introduction of the latest offering in the form of Sitecore XM Cloud, a cloud-based and headless SaaS solution, personalization has now become far more accessible. 

Efficiently managing multiple sites and brands

Most businesses tend to scale their operations through multiple brands and thereby multiple websites representing each of these new brands. Even though growth and scale indicate an increase in resources for organizations, effectively managing multiple sites and brands while still ensuring enhanced digital experiences for customers navigating these new channels can be quite challenging. Teams working on single sites can increase costs significantly while multiple content workflows across different infrastructures can be very difficult to manage.  

Organizations must, therefore, identify solutions to effectively scale and not compromise on delivering the nuanced and personalized digital experience that we know is crucial for business growth. This is where Altudo’s unified experience management technology solution, OneWeb comes in. OneWeb ensures that maintenance costs are lowered, collaboration is managed from a single place, a single view of the customer journey is created, and businesses can go to market much faster by doing away with tedious processes involved in the development of multiple sites. 

Build SmartSites not websites

Your business website needs to focus on the people visiting it than simply being a reflection of you. Not understanding or identifying consumer intent, shelling out irrelevant content and messaging, not efficiently mapping out the customer journey, and hoping that a one-size-fits-all approach will garner more attention are just some of the key mistakes that businesses make that lead to their eventual downfall. A website is simply not enough. 

Altudo’s SmartSites solution using Sitecore and Acquia helps organizations win their web experience game by indulging in an intent-driven methodology to identify customer intent, creating a single viewpoint of the customer by analyzing and simplifying data generated from various platforms, ensuring higher adaptability and performance for your website, and ultimately delivering a truly personalized 1:1 customer experience.